Date Received: 2019-10-07
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: Shellpoint Mortgage illegally trespassed in a attempt to collect a debt not owed. On XX/XX/XXXX a representative of Shellpoint Mortgage illegally removed locks from my doors, shut off my utilities, removed plumbing and said to me my house was being foreclosed on. The police were called and the representative of Shellpoint Mortgage told the police I was being foreclosed on. I DO NOT NOR HAVE I EVER HAD A MORTGAGE WITH ANYONE SHELLPOINT MORTGAGE REPRESENTS. I purchased the home from the XXXX County Kentucky Master Commissioner over three ( 3 ) years ago. Any rights of a lender would have been released at that time. I have since found out that Shellpoint Mortgage is trying to collect a old debt from a previous owner. Since the XXXX Shellpoint has come back and put more stickers on my doors.
Company Response: Company believes complaint is the result of an isolated error
State: KY
Zip: 40517
Submitted Via: Web
Date Sent: 2019-10-07
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2019-10-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: My mortgage loan was bought and sold several times within the first year of my family owning our home. This is a secondary mortgage loan. In XXXX, I made a payment to my previous lender based on an ACH already setup, not knowing the loan was bought by a new lender. After realizing the buyout had taken place, I checked the new lender site on XX/XX/XXXX to make a payment. I made two payments of {$48.00} ( {$96.00} total ) thinking I was making payment for XXXX and XXXX. The loan was bought out XX/XX/XXXX. I thought it started XX/XX/XXXX. I was never notified of a late payment in XXXX, because apparently I was only making a payment for XXXX and XXXX. I never received a phone call, email, or a letter in the mail notifying of the late notice. I now have a 30+ late notice on my credit for XX/XX/2019 for a {$50.00} secondary loan payment I was never notified about. We are in the process of re-financing our home to payoff this secondary mortgage that has been bought and sold multiple times of the last year causing a lot of confusion.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30214
Submitted Via: Web
Date Sent: 2019-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: TMy access to my account through the online customer portal is showing several payments, disbursements, and transactions on dates that dont make logical sense. There are 12 transaction line items in XXXX alone. Additional concerns are : My principal isnt decreasing at a normal rate Shellpoint has not replied regarding my appraisal request to eliminate PMI from my loan ; although, shellpoint took payment over a month ago Shellpoint removed late payments from my credit report when I participated in a Hurricane Irma forbearance plan, then issued a letter to me stating the payments were being taken away, and then reapplied the late payments to my credit report. Why were the payments reapplied to my credit report? My loan was modified earlier in 2019 due to my participation in the Hurricane Irma Forbearance plan. Docs were completed by a Shellpoint notary representative for the modification to be completed. I received word the modification was completed and my loan was in good standing. Just this week, I just received new modification documents. I was promised all of my payments from the last two years that have not been applied to my loan would be applied immediately after I completed the modification. These payments still have not been applied to my loan. When will all of this be addressed. Ive been dealing with this for over a year. Please help me get this fixed.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2019-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am currently selling my home and the mortgage service, provider, stalled in providing me the correct information requested in the notice of error. I have requested via email to close my escrow account with no response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06611
Submitted Via: Web
Date Sent: 2019-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Our mortgage company, XXXX, went bankrupt in XX/XX/2019. Through XXXX and all antecedent mortgage companies, we always had Auto-Draft of payments, and we have therefore never missed a payment in the 18 years we have lived here, our first home. On XX/XX/2019, we received a letter from NewRez/Shellpoint, welcoming us to their family beginning XX/XX/2019, and assuring us that, and I quote, " Your Auto-Draft payments will continue. Our records show that you have been paying your mortgage by Auto-Draft. Good news : your Auto-Draft arrangements will carry over when your loan transfers to us. Your payments to us will be deducted from your account on the date and in the amount you arranged with your previous servicer. No action is required on your part. '' This document has been provided to our banking institution. Were we wrong to believe the documentation from the company? When we spoke with them over the past weeks after we received the dunning notice for late payment, they freely admitted that this was their error. We provided our routing information the last week of XXXX in a conversation with one of their representatives on a recorded line, and yet the XXXX payment was STILL not Auto-Drafted. And we were assured that this would not impact our credit. And yet, it has. A second call to a different agent to verify that the XXXX payment had gone through netted us the data that their agents are UNABLE to take bank routing over the phone and we would need to send them a voided check! I don't doubt that NewRez/Shellpoint has or will have thousands of these complaints as others in our situation realize that they, like us, are innocent victims of negligence on the part of this company. We resolved the overdue payment issue last week ( at least, we HOPE AND PRAY that it is resolved ), and still this credit issue is keeping us from a car loan that we certainly have the resources to repay. It is unfair that we are being punished for this, and in fact, I think that NewRez/Shellpoint should have to reimburse us, and all the others impacted, for the time, expense, and embarrassment of being repeatedly denied financial services that we have every reason and right to expect. You may believe that at least for the next three to six months, we will be verifying with our banking institution that the mortgage has been Auto-Drafted on time. As our past President Ronald Reagan said, " Trust, but verify ''. Thank you for your prompt attention in this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 17050
Submitted Via: Web
Date Sent: 2019-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have only been with NEW REZ for a couple months ( not by choice ). My loan was sold off. I went online to pay my mortgage ( never getting proper notice in the mail of any issues ) and my payment was increased by {$90.00} a month ( almost 1100 for the year ). Now I am a XXXX XXXX that does A LOT of business so I am very familiar with what can and cant take place. I called and requested someone to re look at it on the XXXX of XXXX That woman said my summer taxes increased by almost {$800.00} for the year ( untrue ). In the meantime, I went to my city and my taxes had extremely small increases and should have never made a difference since I paid an extra {$20.00} in my escrow 4 or 5 times and this company received my loan with a cushion. I called today again to get an update and was told the company decided I didn't need to have a second look. I thought that was extremely unprofessional especially by a company that never notified me with options. The first woman I spoke to was rude and wouldn't give me my next step ( actually told me to go back down to the city and send them the info as if that is MY JOB. I asked to speak to a supervisor who tried telling me that my summer taxes were 2700 something which is a BIG jump from last years XXXX ( she was comparing summer to winter ) and when I corrected her she started to back track. She then stated that NEW REZ has a different requirement for escrow cushions. I said " well we are now on reason 3 that doesn't make sense to an experienced XXXX so can I have someone call me, I really think this needs a second look. {$1100.00} for the year is ALOT of money to be short on a loan I just refinanced 12 months ago with the proper info. No sale or purchase has been made. She decided to become rude as well. I am now looking into refinancing just because my impression of the people in charge of the roof over my head isn't starting off as a good one. I do not trust this wont happen again and if I cant even get the correct answers or clarification than I feel sorry for the customers that do not have a XXXX or XXXX XXXX background. Something not right is going on here and I need to know what that is right away. I will make sure I no longer do business with ANY mortgage lender that allows NEW REZ to purchase loans and I absolutely will not have XXXX XXXX do business with NEW REZ.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 481XX
Submitted Via: Web
Date Sent: 2019-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My dispute is with NewRez Financial regarding the cancellation of my PMI ( {$210.00} ) back on XX/XX/2019. Based on my property value, the PMI should be cancelled but unfortunately due to an error of the person who NewRez assigned to perform a BPO, the PMI still being charged on my mortgage. I've provided plenty of supporting documents to show the error in addition comparable sales around my property and almost 3 months later, NewRez has yet to provide me any feedback. I've called numerous times their Customer Service line and nobody seems to know what is going on and nobody returns my calls with any type of information. NewRez assumed my mortgage early this year and to say the least it's been a nightmare. Ironically enough NewRez constantly sends me offers to refinance my mortgage with a cash-out option obviously fully aware there's plenty of equity in my property and yet they won't cancel my PMI. This is a total scam and I'm very frustrated with them.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33173
Submitted Via: Web
Date Sent: 2019-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold to XXXX from XXXX XXXX XXXX. Loan number XXXX. Now the service of the loan originally done with XXXX has a fixed rate and no adjustment and max late fee of {$28.00}. I get my XXXX check on the second Tuesday of each month and make my house payment. Now this is being mail to different services address so I have no idea when they receive it. This company Shellpoint is attempting to charge some fee over {$500.00} for late. They need to follow original loan. And have only been with them for a few months but major problem with amounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New Rez financial has required me to pay for PMI in violation of the HPA for the last 30 months ( approximately ). I initially requested that PMI be removed from my account in the fall of XXXX. I was advised at that time that I would have to have an appraisal done ( costing {$400.00} ) for them to consider my request. When my home didn't appraise for enough money, I was advised that my loan was scheduled to reach 78 % of the my loan 's original value within the next several months and that PMI would then automatically be removed from my monthly mortgage payment. When PMI wasn't removed, I made a second request in XXXX of XXXX. I was advised that I would have to pay {$150.00} for a BPO appraisal in order to have my PMI eliminated. I paid for the BPO appraisal. I believe I was improperly required to pay for this second appraisal as the value of my loan was was well-below 78 % of its original value. New Rez advised me that they were eliminating PMI from my account earlier this month although they have not indicated that they would refund the PMI premiums that were improperly collected. I contacted them via email seeking a refund of ( 1 ) the improperly charged PMI payments, ( 2 ) a refund of the {$150.00} I was required to pay for the BPO appraisal ; and {$2000.00} in statutory fees as provided for in the HPA. New Rez has not responded.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 882XX
Submitted Via: Web
Date Sent: 2019-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing has refused to remove the {$2500.00} charge for Other Deferred Amounts from our monthly statements. The amount in question represents three monthly payments they posted to our account subsequent to the date they purchased our mortgage. There are four issues in this matter. 1. The {$2500.00} amount represents three payments of {$860.00} for the months of XX/XX/2014, XX/XX/2014 and XX/XX/2014. 2. This amount was not included on our monthly statement when XXXX XXXX XXXX was the servicing agent prior to the mortgage being sold to Shellpoint Mortgage. 3. These charges were applied to our account by Shellpoint Mortgage Servicing retroactively subsequent to the date they purchased our mortgage from XXXX XXXX XXXX. 4. Paragraph # 4 of the modification states in referring to Deferred Principal Balance I will not pay interest or make monthly payments on this amount. The significance of this is with Shellpoint including this amount in the monthly payment statement it becomes Past Due which triggers inspection fees, late charges, Notices of Intent to Accelerate and other fees. This situation violates the terms of our mortgage. More seriously this mortgage has been sold twice in four months with serious problems in the transmission of the current financial data. My question, is this an attempt to defraud mortgagees with selling and transferring the mortgages?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34748
Submitted Via: Web
Date Sent: 2019-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A